Missed calls are not attributed to an individual user. They are attributed to the team or the number. As a result, reports can show different numbers of missed calls depending on how you filter them. This article explains why, and how to report on missed calls.

Why the numbers differ

For example, the Call History export for four agents shows no unanswered inbound calls. At the same time, Unanswered Calls+ filtered on their team shows many missed calls. Both numbers are correct. They measure different things:

  • Call History filtered by user: a missed inbound call usually rings several agents at once, so no single agent owns it. It is not attributed to any user. This is why the export for these agents shows no unanswered inbound calls.
  • Unanswered Calls+ filtered by team: counts every inbound call routed to the team (or its numbers) that nobody answered.

How to report on missed calls

Note: If you don't have Analytics+, you can only report on missed calls at team or number level. For more information, please see Analytics features by plan: what’s included?

The Calls routed to team parameter

When you report on missed calls at team level, set the team filter to Calls routed to team, instead of the default Users belong to team.

  • Calls routed to team counts every call routed to the team. This includes calls that were missed or never reached a specific agent.
  • In the Overview+ report, set the team filter to Calls routed to team.

For more details on Live Monitoring, please see our article Live Monitoring+: Calls routed to team setting.

How the final status of a call is decided

Missed or answered is decided by the last leg of the call, even at team level.

For example:

  1. A call rings Team 1, and nobody answers.
  2. The call is then routed to Team 2.
  3. The call counts only for Team 2. It counts as answered if Team 2 picks up, or as missed if not.
  4. It does not count as missed for Team 1.

Measure individual performance with ringing attempts

The right proxy for individual agent performance is the Ringing attempts chart in the User Activity+ dashboard. Filtered on a specific user, it shows:

  • Calls that rang that user and that they did not pick up
  • Their availability and activity patterns
Important: One missed call that rings four agents counts as one ringing attempt for each of them. The sum across agents is therefore higher than the team's missed calls. Use ringing attempts to compare agents, not to reconcile with Unanswered Calls+.

For more details, please see our article Analytics+: User Activity+ dashboard.

Check your filters before comparing numbers

Before you compare two reports, check these filters:

  • Hours: a dashboard limited to 9:00 to 18:00 won’t match an export that covers the full day. Apply the whole day to the Hours filter, or apply the same window to the export, to compare like for like.
  • Timezone: make sure the dashboard timezone matches.